Senior Client Servicing Manager

Location: Gurgaon

Experience: 6–9 years in an advertising, digital, or integrated marketing agency

Job Summary

We are looking for a Senior Client Servicing Manager to own end-to-end account leadership for a set of marquee clients. The role will serve as the primary bridge between clients and Crescent's internal teams across Creative, Media, Digital, SEO, PR, Studio, and 3D.

This is a high-ownership role responsible for the overall health, growth, profitability, and quality of delivery across assigned accounts. The ideal candidate will be equally comfortable managing senior client relationships, driving integrated campaigns, leading internal teams, contributing to strategy, and managing commercial and operational responsibilities.

Key Responsibilities

1. Account Leadership

- Own the day-to-day relationship for assigned key accounts and act as the single point of accountability for client satisfaction, retention, and organic account growth.
- Build and maintain strong, multi-level relationships across client organizations, including Marketing, Brand, Digital, Category, and Leadership stakeholders.
- Develop a deep understanding of the client's business, category, brand objectives, challenges, and growth priorities.
- Drive annual and quarterly account planning, including scope, staffing, revenue forecasting, delivery requirements, and growth opportunities.
- Proactively identify opportunities to expand the agency's relationship through relevant upsell and cross-sell opportunities.

2. Brief to Delivery

- Translate incoming client requirements into transparent, sharp, and actionable internal briefs, covering objectives, target audience, deliverables, timelines, dependencies, and success metrics.
- Coordinate with Creative, Media, Digital, SEO, PR, Studio, and 3D teams to ensure seamless, integrated, and on-brand delivery.
- Manage project timelines, dependencies, approvals, and stakeholder expectations from brief to final delivery.
- Review all major client-facing outputs—including decks, media plans, dashboards, creatives, reports, and presentations—before they are shared with the client.
- Maintain a high quality bar for accuracy, brand alignment, attention to detail, and corporate-minimal presentation quality.

3. Strategy & Planning





- Contribute to campaign strategy, media mix recommendations, communication planning, and integrated marketing solutions in partnership with planning and media teams.
- Lead the development of pitches, proposals, annual plans, and strategic recommendations for existing accounts.
- Identify opportunities for account growth through new initiatives, services, channels, and integrated solutions.
- Bring a working understanding of paid media, SEO, PR, influencer marketing, OOH, social media, and digital marketing to challenge, refine, and strengthen internal recommendations.
- Translate business and communication objectives into clear agency action plans.

4. Commercials & Governance

- Own scope management, estimates, POs, billing timelines, and collections for assigned accounts in coordination with Finance.
- Monitor account profitability, resource allocation, utilization, and delivery efficiency.
- Ensure projects remain within agreed scope and proactively flag scope creep, commercial risks, and resource constraints.
- Maintain strong commercial discipline while protecting the quality of client delivery.
- Ensure strict confidentiality and governance across all client-facing communication.
- Ensure client-facing materials contain no internal costs, partner commercials, agency-only information, or confidential internal data.

5. Team & Process Leadership

- Lead and mentor a pod of Account Executives and Account Managers, setting clear expectations around quality, ownership, client management, and delivery discipline.
- Coach team members on client communication, briefing, project management, presentations, and problem-solving.
- Own the quality bar and contribute to the career development and performance management of the servicing team.
- Drive adoption of internal tools and processes, including project management systems, status reporting, review cadences,



and governance frameworks.
- Improve ways of working across Client Servicing and partner teams to create greater efficiency and accountability.
- Contribute to agency-wide initiatives around client feedback, process improvement, collaboration, and operational excellence.

What You'll Bring

- 6–9 years of experience in client servicing/account management within an advertising, digital, or integrated marketing agency.
- At least 2 years of experience independently leading key/marquee accounts.
- Proven experience managing multi-channel, integrated accounts spanning Creative, Digital, Media, and PR—not a single-discipline background.
- Strong understanding of integrated marketing and communication campaigns.
- Excellent written and verbal communication skills, with the ability to:
- Write a clear and actionable brief.
- Present a strategic plan with confidence.
- Manage senior stakeholders.
- Navigate difficult client conversations professionally.
- Strong presentation and storytelling skills.
- Fluency in Google Workspace — Docs, Sheets, Slides, and Gmail — and comfort with project management and reporting tools.
- Strong commercial acumen, with the ability to understand scope, estimate effort, manage resources, and protect account profitability.
- High ownership, strong attention to detail, and the ability to remain calm and effective under deadline pressure.
- A bias for closure over activity and a strong ability to drive projects to completion.
- Strong cross-functional collaboration and stakeholder-management skills.

Preferred Category Experience

Experience working with categories such as:

- Bath & Sanitaryware
- Building Products
- Consumer Durables
- B2B Technology
- Retail
- Lifestyle

will be an added advantage.

Key Success Measures

The success of this role will be measured through:

- Client satisfaction and retention
- Organic account growth and revenue expansion
- Quality and timeliness of delivery
- Account profitability and commercial discipline
- Strength of client relationships
- Effectiveness of cross-functional team coordination
- Team development and delivery discipline
- Successful execution of integrated campaigns
- Adoption and improvement of agency processes

📌 Client Services Manager (Gurugram)
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📍 Gurugram